ADT Cancellation Complaints Resurface

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I'm currently attempting to cancel my service with ADT, effective immediately. My wife was unsuccessful in her attempts.

For as long as I can remember – which is coming up on 25 years in the alarm industry – one of the biggest issues facing alarm companies is the rate of customer cancellation. Let’s face it… every alarm company loses some of its customers every year, and the biggest reason for this “attrition” (as it’s known in the industry) is people moving. That’s because, unlike a wireless FrontPoint system, very few alarm systems can easily be moved with you. But alarm subscribers leave for other reasons as well: here is a partial list.

Poor customer service. This could mean slow response to a repair issue, trouble getting through to someone who can resolve a problem, or other related complaints.

Overpaying for the same services you can get elsewhere, for less. It pays to shop!

Frequent hikes in the monthly rate for the same service and equipment, with no upgrades.

Outdated technology, or a system that causes false alarms, does not work, etc.

The customer did not really understand (or value)what they were buying in the first place – often as a result of an overly aggressive sales approach, such as by a door knocker.

Smart folks in the alarm industry know that you can learn a lot about an alarm services provider by the rate at which its customers decide to cancel their service – and the reasons why they cancel.

ADT Above Average – Not a Good Thing

Normally it’s good to be above average – unless you are talking about a negative statistic, like the rate at which your customers go away. Average customer attrition in the alarm industry has stayed pretty consistently in the 11% – 12% range for several years, which means that one out of ten customers (on average) cancels service each year. So when ADT reports customer attrition (based on $ of recurring monthly revenue) at roughly 14%, meaning one out of seven customers is leaving ADT annually, that’s an indication of unhappy subscribers. And when you look at ADT on the basis of how many customers leave each year, that number is closer to 16% – or one in six going away. Ouch!

How Hard is it to Cancel Service?

You can also lean a lot about a company by how hard they make it for you to cancel, when you want to. And when it’s really hard, that is a great way to hurt your reputation. For reference, check out this article on the Consumer Affairs web site, which just happens to be about… ADT.

Based on the number of complaints readers have sent us lately, we’re starting to suspect that ADT Security Systems is like the Hotel California—you can cancel anytime you like, but you can never leave. The details of the complaints differ but the end result is the same: people with ADT accounts are unable to cancel them no matter how hard they try. Consider this random sampling of complaints from a single week.

Judy A. of Houston, Texas, posted a complaint with us on Sept. 4. She’d bought an ADT contract from a door-to-door salesman; the system was installed but never worked properly. A new representative came out to look at it, and told Judy it “had been installed incorrectly.” Rather than fix the system, he gave her various phone numbers to call; unfortunately, nobody from ADT ever called her back. Rather than fix the service, Judy said, ADT chose to disconnect it entirely — without disconnecting her automatic bill-payment system. An exasperated Judy finally wrote to us and said that as of “this date, September 3, 2013, no one has responded. I am still receiving a bank draft monthly of $51 without service or a system. It was disconnected by the representative. What do I do to contact, cancel, and receive monetary adjustment for this scam of a service?”

Brenda H. of Garner, North Carolina, never had an ADT system herself, but her elderly parents do. Considering how heavily ADT markets its services to senior citizens, Brenda’s story arguably qualifies as the worst of the bunch: on Sept. 11 she wrote us to say that, “My parents are an elderly couple and have had ADT Security Services for a few years. Recently my mom upgraded to get a new system and called ADT to cancel the services. They told her that my dad had taken out the original contract and that she could not cancel without his authorization.” Problem is, Brenda’s father has had Alzheimer’s for several years. Brenda explained, “He is/was incapable of taking out the service, and of course it was my mom who started the service. They told her she would need power of attorney for my dad to cancel and then gave a bogus address for her to send this to.” Brenda tried handling the matter herself, to spare her mother the stress, but received only a runaround in return. “After speaking with numerous reps at the company they told me I could not cancel and would need power of attorney. I asked to have them furnish me a copy of the contract showing my father signed [….] They said they were unable to send this to me. Basically the company gives you the runaround, doesn’t cancel and transfers you to numerous people to speak with. I have now faxed power of attorney and cancellation of services without any response from them [….] I wonder how many other seniors have had this experience. It is totally appalling to me that companies prey on senior citizens and get them more confused and make threats.”

No Response

As of press time, ADT had not responded to our requests for comment. So we still don’t know exactly how to cancel an unneeded ADT contract, but we can offer one concrete piece of advice: given ADT’s apparent tendency to promise one thing in a phone call and deliver something else, we’d suggest anyone having problems with ADT handle the matter via writing, fax or email, rather than phone calls. After all phone calls are quick and convenient, but they don’t leave much of a paper trail. So don’t merely call ADT to cancel your service; send them an email, fax or certified letter explicitly spelling out your intention to cancel.

Excellent Advice

Even more important, when signing up for any service that requires a contract, read the contract thoroughly before signing it and be sure to keep a copy in a safe place. Remember that what anything a salesman tells you is completely meaningless. It is only what is written in the contract that counts. Many contracts specify a procedure you must follow to cancel. If you fail to follow that procedure, the company will continue to ignore you. The consumers quoted in this story — and others in similar situations — should contact their local consumer affairs office or, if that fails to produce results, their state’s attorney general. Just type “[state name] attorney general” into a search engine to find contact info.

I really don’t mean to pick on ADT: some of these complaints could have been written about anynumberof alarm companies. But frankly, I do expect more of ADT, as the largest security services provider in the US and Canada – with roughly 6.5 million customers. And perhaps it is issues like this one that help explain why ADT continues to experience challenges not only in attracting new customers, but also in hanging onto its existing subscribers. As big as they are, ADT should perform better than the industry, not worse.

The Right Way

The best alarm companies are, not surprisingly, the ones with the best reviews and reputations. Whether it’s fully transparent marketing, a refreshingly consultative sales process, or a customer experience that “Wows,” you do have options. In some cases you can even find all three of these important attributes – like with FrontPoint! As one important piece of evidence, FrontPoint has the lowest customer cancellation rate of any nationwide alarm company in the US.

When you search for “FrontPoint reviews” you’ll find consistently great news, much of it having to do with the overall consumer experience. As the leader in wireless home security, and the #1 ranked home alarm company in the US, FrontPoint is committed to your safety and security – and that means honest sales and advertising, no hidden fees, the best technology at the best price, and world-class service. And remember, FrontPoint offers a 30-day 100% risk-free trial period with ever system we sell. That means you get to make sure that you love your system – and us – before you are stuck. Now that ispeace of mind.

Comments (46)

Leonard Morrow

- Jan. 25, 2017 at 1:12 AM

I’m currently attempting to cancel my service with ADT, effective immediately. My wife was unsuccessful in her attempts.

Tommie Johnson

- Jan. 10, 2017 at 2:08 PM

We ordered adt in December 2016 had a installation date of December 31,2016 five minutes before the arrival time we received a call saying the guy called out sick we then asked for our money to be returned because to us this was veryunprofessional was told it would be three business days called back was told seven to ten business days now it’s thirty days I have never dealer with such unprofessional people before and would not recommend any one to do business with them

Victoria

- Jan. 10, 2017 at 1:36 PM

We have had similar problems with ADT. We called ADT in July 2016 to cancel service and were informed that the service would be cancelled within 30 days. We were even told what the return balance amount would be. Today, I was check my credit card bills and noticed that there was an ADT charge. Upon further research, I discovered that ADT had continued charging my account. I phoned ADT and spoke to the customer service rep. Her notes indicated that I had called to request a cancellation. She then transferred me to the Loyalty Dept. The staff member (Nicki) said that they had record of my phone call but not cancellation request. I shared detailed notes from my July 2016 call with her. She was unfriendly and said that she could not refund the money because the previous Loyalty Dept customer service rep did not process the cancellation properly. In other words, even if it was the error of an ADT agent, there was nothing she could do. When I asked to speak to a manager she said that the managers were rarely available. She put me on hold for about 3 minutes and told me that someone would call me back. When I asked for a direct number or manager’s name, she said that information was not available. Politely, I explained to her that I felt cheated and like she was giving me the run around. She responded and said that she was just sticking to their company policies. I requested a cancellation again and got a confirmation code. However, I do not have high hopes that this agent is going to properly process the cancellation.

Has anyone contacted an attorney about ADT? What they are doing to so many customers seems fraudulent.

I’ve had 3 bogus alarms. Once I was away from home & my animals were confined to their kennel. Away from sensors by the way. Alarm went off & called me upsetting me telling me glass backromm broken. The operator asked me if I wanted police. I said yes which by way did show up. 2nd time I was in hospital. 3rd time I was asleep with all my pets in bed. Alarm came on frightening us all & I was told glass broken again. I want out. This obviously not working.

Thomas Stanley

- Dec. 12, 2016 at 11:28 AM

I would like to find out how to do this also. We have been trying two months now and it is run around and run around. We terminated our auto pay. We have called and been run from person to person. No termination. Hey do you want another plan? Just run around after run around.

Iris Correa

- Nov. 19, 2016 at 9:11 AM

I have called to cancel my account twice ADT continuously want a password that I never had. My contract had expired and now ADT are not allowing for me to cancel. The only time my alarm went off at 2 in the morning ADT called for me to check around the house and if anything goes was wrong for me to call the police. My answer to them was that they are supposed to do so. Help me cancel this l have no password neither I remember setting one. I will never use your services, I will buy a gun for my own personal security. I owe you nothing my contract is over ADT get over it and accept that we don’t need your services they suck.

Paul Ross

- Nov. 13, 2016 at 7:19 PM

I called ADT back in July that I was cancelling as I did not need their surface after the last ten years or so I used it, and the responder was disrespecting. They wanted to know if I was moving. He finally said I would get cancelled if I did not pay their fees. So I have stopped subsequently and also sent three letters demanding cancellation…and they never respond with acknowledged letters, no then y phone calls in a September claimed I needed to add a “password”…which I have no records of, so I told them to email it, and they refused that saying they would mail them. We never got anything of that from them. And another group of callers from them the last two weeks, are demanding payments and asserted that they sent the passwords twice September …which I then reminded them we did not receive them. They were then last Monday a major operator of ADT said she would send the password again, but so far six days later no evidence. The whole password requirement appears to be a fraudulent arrangement to block cancellations. I had shared the account # , and the women said they were considering that irrelevant and only want the password. I mentioned a number of routine passwords to her, and she denied those were the ADT one. So if that password does not come to me this week, then I will likely have a lawsuit against them since I am an attorney.

Simone Edmond

- Oct. 24, 2016 at 9:03 AM

This was a HUGE mistake signing with ADT. These criminals illegally took $71.64 out of my account. The day they took it out, I spoke with a representative Alexus and was told it would be fixed and put back in my account. The next business day I noticed they never gave me my money back. I called and spoke to Ashley who said there was nothing in the system that I called and spoke to anyone. At this time I am FURIOUS!!!!!! She also said it will take 7-10 business days to get a refund!!!!! They stole money from me and I am DONE!! I asked for a cancellation and now going through that crooked process. I will warn everyone on my Twitter and Facebook not to EVER get with this CROOKED, THIEF of a company!!

HENRIQUE B MELLO

- Sep. 30, 2016 at 10:00 AM

I cancelled services on July 21, 2016. Phone lines were cut off and I neve3r got any call from them. They keep coming with excuses to continue billing. I never signed anything with them – I had a contract wioth Broadview that they bought. Customer Service is rude, and disho9nest. NEVER USE THEIR SERVICES!!!! BEWARE!!! I hope there is a class actions lawsuit against them. I will definitely join it !

Dolores Rosa

- Sep. 14, 2016 at 5:17 PM

This company is horrible!!! I cancelled over the phone(big mistake) on July 28, 2016 because I no longer have a home phone. I called them 2 more times for a follow up and they gave me the “you’re all set, you should not get billed anymore CRAP!!!”
I just couldn’t believe how desperate this company is in not letting you go.

Chris

- Jul. 27, 2016 at 5:14 PM

Today I made my third unsuccessful attempt to disconnect my service with ADT. At this point I am livid. We can’t remember our security code question and they are making this a much bigger deal than it needs to be asking us to send them a request in writing before they honor the disconnection. To this day, no one has said if and how their equipment needs to be returned. I have NEVER had such a repulsive experience accompanied by cynical, mechanical ‘customer service’ agents. Needless to say ADT will never be used or recommended by us EVER again.

Chance

- Jul. 22, 2016 at 3:35 AM

As well I have a adt alarm and same issue iam moving and instead of coming to get the system is have been paying for they won’t to start it all over.with a new 3 year contract new system.iam not interested in new equipment I have found in myour contract that says this happens when you move.as a result I really don’t like this company they are not for there customers at all I will never refer this company to anyone so plse if you read Shop around for a different company and plse if there is someone that can help me get out

Brandon Kelly

- Jul. 6, 2016 at 2:18 PM

I just attempted to cancel my ADT service, and of course, I got a heck of a runaround from their cancellation customer service rep. I was reminded of the lawsuit AOL faced back in the early-2000’s for their practices around handling attrition.

This is just poor. ADT failed to innovate, has a pricing model that is 3x a better competitor (Simplisafe) and no longer enjoys the reputation they did in the 90s. The technology industry, which security companies ought to view themselves as players in, doesn’t respect tradition. It respects innovation.

Not getting another penny of my money, and I sincerely hope there’s a lawyer out there interested in finding out if a class action suit is winnable and worth the effort.

Bernard

- May. 31, 2016 at 10:35 AM

I have got the same problem. I moved from an old house after 2 years of service and the salesman told me not to worry since it will transfer the remaining contracts (moving in the same city in Houston Texas from zip code 77077 to 77055). Now that I need to cancel because of moving abroad, the customer service told me that I need to pay the rest of the 3 years contract because the new address has a different contract. I remember exactly what the salesman told me about providing a prove of bill in the new country if I need to cancel my account because of the new country has no ADT service. Well, I did send an email to the salesman but no response.
Beware with this kind of “scam” a like.
My old account # # 400019697 and they charge to this account (which makes it 3 years) but the one in last year paper has different account #401523812.
This is really not a professional and not expected from a so called reputable company.

Katie Rynex

- Jun. 7, 2016 at 7:59 AM

Bernard, please accept our sincerest apologies for the lack of communication you have received in regards to cancelling your account. We would love the opportunity to make this situation right, however, we are having some trouble locating your account based on the information here. At your earliest convenience, could you please email us at WeCare@Frontpointsecurity.com? Thanks so much for sharing your feedback and we hope to hear from you soon.

carole

- Apr. 22, 2016 at 11:33 AM

I wish I had seen this a few days ago. I am now in my 5th day of trying to cancel ADT. I had a system for 3 years, the first contract expired 2 years ago. I updated to Pulse and camera last Saturday. I was told by the technician I would have 3 business days to cancel if I wasn’t satisfied. I started calling on Monday about how dissatisfied I was with the 4 minute delay on the camera (which if I had known that I wouldn’t have ordered it). I called the sales rep on Tues. (2nd day) to cancel and he said he was busy and would call me back (didn’t). During these 3 days I was transferred and disconnected to numerous people. I finally spoke to someone on Wed. (last day to cancel) and was told she would note my records but it won’t be cancelled until I send a letter@#$@#$@ I said, isn’t that convenient, how do you expect a letter to get there in the 3 business days allotted. I said I would send a fax, she gave me a number that didn’t work the first 3 times I attempted it, so I called and asked for another number. I finally got the letter to go through to both of the numbers they gave me. I called back the next day and asked for a cancellation number and verification my direct withdrawals would end and to make appt. for tech to come remove the equipment. I was told “it’s your equipment, we don’t give cancellation numbers and we need proof you sent the letter#@#$@#$@# HUH – how about you have the letter. That’s when they said I have to either send them the confirmation page from the fax or I should have sent it certified, return request requested so I could prove I sent it#$@#$@#$ Our fax machine is set up to only print if the fax fails, so today I ran an activity report showing both the faxes went through on Wed. the 20th. I faxed that with all the other stuff about 2 hours ago and have not heard a peep from them. I also emailed it to the President of ADT and President of residential business unit. If I don’t hear from them by the end of the day I will be at my bank in the a.m. closing out the checking account this ADT account is withdrawn from.

Damanjit

- Apr. 1, 2016 at 2:04 PM

ADT IS THE WORST SERVICE EVER! DO NOT SIGN ANYTHING UNTIL YOU ABOSLUTELY READ IT ALL. THEY WILL NOT TELL YOU ABOUT THE CHARGES UNTIL AFTER IT’S INSTALLED AND YOUR ACCOUNT WILL GET A RIDICULOUS AMOUNT CHARGED TO IT. I GOT CHARGED $2700.
ALL I WANT TO DO IS CANCEL MY ACCOUNT NOW AND THEY WON’T LET ME UNTIL I PAY $1500 TO THEM.
$1500 DOLLARS FOR 3 WEEKS OF SERVICE?

frank bruscianelli

- Apr. 18, 2016 at 5:27 PM

trying to cancel after 3 days they did not give me what was promised, I will let you know what hoops I have to jump through,

Andre T

- Jul. 31, 2016 at 6:18 AM

This letter is formal notification that we will cancel our service with ADT for 3451 Raleigh Dr, Winter Haven FL 33884. We will no longer make any payments effective immediately.

Reasons:
1. I contacted ADT about a promotion received in the mail July 19, 2016.
2. After speaking with sales person over phone he handed me off to a manger, after I informed him I didn’t have a land line.
3. Spoke with a ADT manager and after a long conversation, he said he would send someone on July 20 to see what he could do with my current system, I informed him again if I had to pay more than the $27.99 I’m not interested in ADT. ADT manager stated it would be $105.00 for someone to come out and if I don’t want the system the $105.00 will be refunded.
4. On July 20 the installer arrived at my house with the mindset on installing ADT, my wife and I informed him we don’t have a land line and he informed us since we didn’t have a land line the cost will be $48.00. My wife and I told the ADT installer sorry we are not interested in having the ADT system installed. The ADT informed us he would contact a manager to see what he can do for us. We informed to him we are okay with him contacting a manager but we will not pay no more than $27.99. After about 15 minutes on the phone we assumed with a manager he smiled and look my wife and I in the eye that ADT will agreed to the $27.99. After completing the installed he handed me paperwork to sign and I signed it. He informed us that we would receive an email on the agreed price of $27.99. He knew we had other plans and was in a rush because we had a discussion about my job in South Korea and I was trying to get everything taken care of before departing on July 22.
5. I called my wife after arriving here in Korea and asked did we receive the new contract for $27.99 the installer promise, she said no. I contacted ADT on the July 25 and after been bounced from person to person I was somehow disconnected.
6. July 26 I called again and after bouncing from person to person on the phone I finally spoke with arrogant manager he said his name was Chatt 13422, he said “sorry you signed the contract and it’s for 3 years.”
7. I’m very disappointed with a company like ADT that use lying and deceiving to get us to sign a contract. I take people for there word and when your installer waisted our time calling a manager so he claimed for more than 15 minutes and turn around and lie to our face. We will not take this lying down, even if your company try and destroy my 828 credit score, I will not be lied too, we are cancelling our contract with ADT.

Damanjit

- Apr. 1, 2016 at 2:04 PM

ADT IS THE WORST SERVICE EVER! DO NOT SIGN ANYTHING UNTIL YOU ABOSLUTELY READ IT ALL. THEY WILL NOT TELL YOU ABOUT THE CHARGES UNTIL AFTER IT’S INSTALLED AND YOUR ACCOUNT WILL GET A RIDICULOUS AMOUNT CHARGED TO IT. I GOT CHARGED $2700.
ALL I WANT TO DO IS CANCEL MY ACCOUNT NOW AND THEY WON’T LET ME UNTIL I PAY $1500 TO THEM.
$1500 DOLLARS FOR 3 WEEKS OF SERVICE?

BE CAREFUL!

CS2

- Jan. 17, 2016 at 7:43 PM

We are planning to buy a home with ADT & told the seller we do not want a security system. What is ADT’s contract policy in a case involving a home sale/ purchase?

Sounds like the seller would be out a lot of money(if ADT even canceled the contract) or ADT would figure out who’s at that address & charge the new owner!

Cheryl McLaughlin

- Jan. 15, 2016 at 12:26 PM

I have been trying to cancel my ADT services when my contract ends on Feb 21, 2016. I have submitted this request via their website and tried to talk to someone. This is ridiculous!!! I do not know why they take it as a personal affront when one tries to cancel. End result: Still trying to get services cancelled because I do not know if they will try to auto renewal that I have not given permissions.

Jenna

- Jan. 4, 2016 at 3:23 PM

ADT kept hiking rate and did not tell me. I was on hold for days before I could cancel!!

Upset ADT Customer!!

- Nov. 23, 2015 at 11:59 AM

This is getting ridiculous!!! How many people does it take to cancel an account!!! I cancelled this in October and for some odd reason no one ever received it, then I recently got a different email that it had to be faxed only then told by a different representative that it was OK to email. I tried to cancel this account back in October and Now we are moving along to December.

I am really aggravated as you are making me pay another month after I did my part and canceled. Now I am getting told you cannot open my files!!! I hope you understand where I am coming from. How difficult is it to open a simple Pdf file!!

It seems to me as they are just wanting to take a persons money.

If you ever want to cancel Good Luck to you!! You will only get the run around and they will make it as difficult as possible to cancel your account

Valerie Saponara

- Nov. 23, 2015 at 1:14 PM

We are really sorry to hear that ADT is giving you such a hard time when it comes to canceling your account. We wish you the best of luck getting everything squared away and let us know if you ever need a security provider that provides service you can feel great about!

Damanjit

- Apr. 1, 2016 at 2:01 PM

Omg I completely agree. ADT is the worst, I called them 2 weeks after my alarm was installed because they cahrged $2700 equipment charged that was never communicated to me. Now I can’t cancel my service. I have no idea what to do.

Patricia walker

- Nov. 2, 2015 at 3:54 PM

Gainesville Fla. Need to cancel service asap.

Valerie Saponara

- Nov. 3, 2015 at 9:34 AM

Patricia, we’re sorry to hear that you’re unhappy with your current provider, but this blog is owned by Frontpoint and we do not work with ADT. We have no way of canceling your account with ADT so we encourage you to contact them directly to cancel your account.

Patricia walker

- Nov. 2, 2015 at 3:53 PM

Need to cancel service at this address

Nirinjani Naidu

Valerie Saponara

- Oct. 27, 2015 at 12:39 PM

Nirinjani, we are really sorry to hear about this negative experience with ADT. We do not work with them so removing your account is not something we are able to do, however, we wish you the best of luck getting a hold of them. If you ever want a security system that will respond to your needs (even if you’re canceling) let us know and we’d be happy to help you out.

lorna

- Sep. 13, 2015 at 7:37 PM

My alarm keep going off any time I turn on my heat ..help help need to cancel my service don’t know what to do. Because ADT not helping me..!!

Salvador Melara

- Jul. 25, 2015 at 4:41 PM

Horrible costumer service, I’ve had their service at my property for over 6 years, when the service was originally installed my ex wife signed the contract with this company. ADT keeps raising the fee for their service every year, without any visible upgrades to my system, so this year I decided to cancel my service with them and move to a different company that upgraded my whole system to a state of the art alarm system for a fixed monthly fee that will never go up.
When I called ADT to let them know I didn’t want their service anymore they stone walled my cancellation alleging my ex wife signed the contract, which expired in 2012, I told them multiple times we have been divorced for a while and she hasn’t even lived in this property for over two years.
They requested copies of my divorce settlement, a private matter to a third party, but I complied and promptly faxed to the fax number they provided me.
Two months after that I checked my credit card statement and noticed ADT was still charging me the monthly fee even though I had already sent the documents they requested from me. I called them and I was told it would take over 30 days for the cancellation to go through and it was my obligation to pay the fee until the cancellation was approved, please bear in mind that at that time I was not using ADTs service anymore and had already moved to the alarm system installed by the new provider.
I decided to wait the 30 days they asked me to, due to my extraordinary circumstances, but yesterday, over a month after the last time I had called them, my credit card was again charged the monthly fee for a service I wasn’t even using anymore.
I immediately called them to ask why I was being charged for this service, I was told they had never received any documents on their fax number, I corroborated that not only did I have the right number, but had a call to their costumer service on file when I was told they would cancel my service.
I was told they needed a letter from my ex wife requesting the cancellation, I told them that I had not had this request asked of me before and I had done everything I was asked for to cancel their service, I was told there was nothing else they could do until I sent that letter.
My ex wife finally called them in front of me to cancel the service by phone, and even then, they refused to approve the cancellation, this is beyond aggravating now, and I have been charged for 3 months of service not provided, just because they can.
I sent the letter to them by fax and will update this review as soon as I hear back from them.
This is a cautionary tale, explaining the contrived process to cancel the service with this company, they should be ashamed of taking advantage of a loophole in the contract that has been expired for over 3 years now, caveat emptor.

John freedman

- Aug. 31, 2015 at 11:32 PM

Adt are crooks— cloud cameras from best buy and walmart are better and a lot cheaper

Rick Messer

- Jul. 22, 2015 at 2:32 PM

Why is it that no one can provide the correct Address to which the Cancellation letter should be mailed and the correct fax number (one that works) for ADT Alarm Services?

Gary Shackelford

Valerie Saponara

- Jul. 22, 2015 at 10:32 AM

Gary- We appreciate your comment here, however, we’re having trouble finding you as a customer at this time. I’m not sure if you’re referring to canceling your account when you say “subscription” but if this is the case please give our Support Team a call when you a get a chance. Canceling an account or an order is not something we can do via this blog. Thank you and I look forward to hearing from you!

Bonnie

- Jul. 2, 2015 at 6:27 PM

I just called ADT and told them I have been unemployed for 6 months and my husband’s hours have been cut and need to cancel due to financial difficulties. My husband is in his 70’s. The money they deduct monthly is food money for us. They didn’t care. They offered 3 months free and I have to call back in three months to see how we are going to handle this or I have to pay over $800 to get out of the contract. I figure 3 months will give me enough time to contact the Attorney General’s Office and the Better Business Bureau.

Charles

- May. 21, 2015 at 8:06 PM

We have been trying to cancel ADT service for over half a year, each time we called, the representative gave a different instruction to follow.

The system has not been working for as long, only the alarm goes off annoyingly a few times everyday for no reasons. It seems ADT never bothered to contact us.

Brooke Robledo

- Apr. 15, 2015 at 9:38 AM

ADT will not allow me to update my phone password and acess my account because I don’t remember the password that I set up 2 years ago. So they choose to keep all my old information on file and they won’t allow me to cancel over the phone. I’m sorry but this is a horrible comany.

Valerie Saponara

- Apr. 15, 2015 at 10:20 AM

Wow, that sounds pretty upsetting to say the least! We wish you the best of luck getting your security provider to work with you, and it’s bad stories like these that keep us doing the right things for our customers. If we can help you in any way let us know!

brigette towler

- Apr. 30, 2015 at 3:34 PM

I tried to cancel adt due to personal reasons. The rep told me that their were no personal reasons for canceling an alarm service. I did not have the information that she needed to cancel contract. My customer number was not sufficient. My password was not sufficient. I asked to speak to a manager and was told it would be 24-48 hours to get one to call me back. The bad news is that if I ever needed service again, they just lost the opportunity. It’s common sense. Unbelievable. My husband was having trouble with his sprint account recently and he posted to a complaint blog and was contacted immediately. The manager was so nice. It is doubtful that the management team will do the same. The first thing she should have said was that she was sorry that I was canceling. I guess that is not in the script.

Bradley

- Feb. 2, 2015 at 2:51 PM

I just canceled my ADT Business Service and they told me it is 90% of the remaining months on the contract. Even worse than the 75% that I’ve seen most places online. Do not do business with ADT!

monika

- Jan. 8, 2015 at 7:17 PM

I had an alert call that my home was being broken into when actually my house sitter had a problem entering the security code. I missed it and called right back following the prompts. I waited 20+ minutes to get ahold of someone so they wouldn’t send out the cops. I then used a friends phone to sign up for new service and was answered in 3 minutes. Remind you, that I am still on hold for an active burglary follow-up for the first call. It’s good to know new service has faster response prompts than the ones who desperately need the help of the provider…on a side note. I tried to get a copy of my contract 3x and you have to request through email. Never received it, but I received my ETF information in a bill without any problems.

Tracy Cast

- Dec. 5, 2014 at 2:51 PM

Do not get ADT ! When the installer came he assured me I was signing a 2 year contract when I tired to cancel I found out it was really a 3 year contract. And they do not let you cancel for anything they a a horrible company u have to pay 75% of what is left on your contract can you believe that! READ THE FINE PRINT! And when you call for service be ready to sit on hold FOREVER. and you better hope they have people located in your area or you will wait forever to get an appointment. If your alarm does go off they don’t call you for 5 minutes the house could be burnt to the ground by then or the robbers will be in another state. The BBB should really do something about them.

Meet the Team

Katie has served in multiple roles in Frontpoint’s Customer Relations department, including serving as a mentor for new Customer Support Specialists, before joining the Reputation Team. She has a knack for explaining how to use a system without confusing even the biggest technology novice.

Peter has more than 20 years of home security experience; including leadership positions at some of the country’s most prominent alarm companies. He’s been sharing tips and industry knowledge on the company blog since 2010.

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